Technical Support Specialist III (SaaS Platform)----Remote

PST Time Zone100% remote RoleDescription:We are looking for an experienced Technical Product Support Specialist to join our high-performing team at Client Data Labs. Our innovative technology platform, client platform, serves millions of consumers and numerous aesthetics providers across the US. In this role, you will provide premium service to our customers, manage accounts, conduct technical onboarding, and ensure users maximize the benefits of our SaaS platform.Top 5 Skills/RequirementsExperience with Onboarding Users into SaaS Platforms: Candidates should have at least 5 years of experience in technical support, customer service, or account management, specifically with onboarding users onto SaaS platforms. This experience is essential for ensuring smooth adoption and effective use of our technology.Strong Technical and Troubleshooting Skills: Required solid background in troubleshooting software used for purchasing products, web pages, and Android/iOS apps, along with experience in support ticket management systems like Zendesk or Salesforce. This technical expertise is vital for resolving complex issues efficiently.Exceptional Communication and Customer Service Skills: Strong written and verbal communication skills are crucial. Candidates must effectively interpret and communicate technical information to users of varying technical skill levels and maintain high customer satisfaction.Startup Experience: Candidates should possess a proactive and results-driven mindset, typical of startup environments. Comfort with rapid changes, ambiguity, and high levels of autonomy is necessary.Proven Ability to Collaborate Across Functions: Must be able to work with cross-functional teams to identify and resolve customer pain points and improve the customer experience through continuous feedback and adaptation.Required Experience & QualificationsBachelor’s degree required.Minimum 5+ years of experience in technical support, customer service, or account management, preferably in a startup or SaaS-focused company.Demonstrable experience in user onboarding, managing accounts, and providing education on software platforms.Familiarity with troubleshooting and escalating issues within technical support structures.Proficiency with Zendesk, Salesforce, JIRA or similar support ticket management systems.ResponsibilitiesProvide exceptional white glove service through various channels such as email, phone, and chat.Manage accounts and perform technical onboarding to ensure successful adoption of our SaaS platform.Educate users to maximize their utilization of platform features, supporting the success of their business.Troubleshoot technical issues and escalate them as necessary to Technical Product Support Engineers.Work collaboratively with cross-functional teams to address customer issues and enhance the customer experience.Continuously improve support procedures, policies, and documentation.Enhance the knowledge base in collaboration with Technical Writers.Become a subject matter expert in client platform For Business personas.Document interactions, inquiries, complaints, comments, and actions taken.About US Tech Solutions:US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com. US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity,national origin, disability, or status as a protected veteran.